DISAPPOINTED IN DSTV

To whom it may concern,

I am very disheartened with the poor service I have received from DSTV. My Dilemma started in October 2017, when I first spoke to a call center agent by the name of Dimakatso, regarding Explorer price lock R959.00., which included the WIFI Connector and LNB. She explained the 24 months price lock contract. At the end of the call, I was given a ref number: ********** . She even gave me the installers contact details and told me to call him when i have received the delivery. All good and well. When this arrived i immediately called Rashaad from Splash Communications. In two days he was there and installed the explorer. (See e-mail attached below). An agent then told me not to worry they would sort this matter out directly with him. Well, that to was not done. Once again i spoke to an agent by the name Bongiwe who assured me that everything would be escalated and resolved. Once again this was not done. I then spoke to another agent and so forth, this went on. I can go on forever typing my complaint. I rather you please read my email send below. The attached information below is what I had sent to a representative from DSTV, on the 04th December 2017. But this has started October 2017.

Hi Luyanda,

I trust that you are well.

I am very frustrated regarding this matter. I have literally exhausted myself calling DSTV repeatedly for the same problem. No response feedback emails nothing! Since October 2017, Multichoice has incorrected billed me for two Explorers. Debited my account for R900.00. and the pro-rata amount. Then again for R2358.50 on the 02 December 2017. Who gives DSTV the right to debit my account for whichever amount they feel like, without consulting with me first. The amounts agreed on were not the amounts debited from my account, instead, they debited my account for both these explorers. Surely it’s common sense that a consultant would call the client and double check to see if this is correct with the client, and to ask the client if they had app**** for two explorers or not, especially if it’s a new client? In the beginning, I was given a case number: ********** by a lady named Dimakatso. Who was the one that I initially started talking to regarding the price lock for R959.00 including installation WIFI and LNB?

Then I get this: (1) Explorer R 79.99 (Incorrect) (2) Explorer R959.00 (Correct)

DSTV then delivered the first explorer with no WIFI/LNB etc. I am not an expert so, I was told that once this explorer was delivered that I should call Splash Communications- Rashaad ( ********** ), to come and install the explorer. Little did I know that that explorer was incorrect, as it was for the R79.99 per month price lock. I then called Rashaad and asked him to come and install. A few days later he did come and install the Explorer. I then received a call from Rashaad a good few days thereafter, asking for his payment for installation. I then told him that DSTV told me that the installation was included. Once again little did I know that this package was the R79.99 per month. He also told me that according to his installation, this explorer did not come with free installation. I then called DSTV on several occasions asking what was going on. Yet again, I was told that this matter would be resolved. I had to call the call center at night asking what was happening. I spoke to soo many call center agents that, in all honesty, was and is ridiculous on the contrary!

Repeatedly I have contacted DSTV to correct this error and to no avail, nothing has been done to correct this matter. Every time I speak to a consultant they either telling me that they are escalating the problem to one department after another.

I then spoke to ********** : (My message as above attached) on the 30th November 2017, as yet I have not received responses until now.

Then on Saturday morning, I get an SMS indication that DSTV has debited my account for the amount of R2358.50. I immediately contact the call center and I spoke to a consultant by the name of Philani Nkosi who gave me a reference number: ********** 7/141. Again I am told that he is going to escalate the matter to another department. Puts me on hold and then comes back saying yes he can see the problem???????????? Then tells me the amount of R959.00 Debited for monthly December and pro-rata R308.00 was the amount that was supposed to be debited. Again I am asked which explorer is the correct one????????????????? He goes on to say the R933.50 is also incorrect as this was for the R79.99 a month for the other explorer.

Today 04th December 2017, I called the call center and speak to a lady by the name of Nozipho Ndhangamandla who gives me a reference number: ********** 7/I44 and goes on to tell me that this will be escalated to another department.

I am done!!!!! I have had enough of all this. This cannot go on like this. From a renowned company such as DSTV, this service is so unprofessional. I have never in my entire life come across this kind of serves from anyone for that matter, that I cannot get ‘Management’ to even assist me.

Ps: (All my attachments as my proof of e-mail)

I trust that you will find the above in order.